King's College London HR success story
Preparing a prestigious university for their digital transformation.
Key outcomes
Project scale:
- A top 10 UK university (2020)
- 8,500 employees
- New suite of digital services
“I would challenge anyone to successfully implement a piece of technology without a Digital Adoption Platform.”
Sue Foster, Programme Director, Digital Services Transformation, King’s College London
The objective
King’s College London is one of the oldest and most prestigious higher education institutions in England, consistently ranking among the top universities worldwide. When it came to planning the implementation of a whole new suite of digital services for the King’s College London workforce, they reached out to AppLearn for pre-launch assistance.
Their primary objective was to overcome one of the largest challenges many organizations face: the speed that digital transformation is expected to happen. They wanted to relieve the pressure this can put on people and prevent the common consequences of this, such as reduced productivity and increased costs.
Communication was a key part of not only this objective, but adoption overall. King’s College London felt that when trying to get their users to adopt a new service, it was important to capture their attention early on.
“The thing I love about the Adopt and digital adoption platform is the Smart Pages – they are amazing because you can target them directly at the people that you want to adopt your service.”
The solution
In order to meet the goals of their digital transformation and hopes for communication, we helped King’s College London to implement Adopt’s Smart Pages module. Using this, they were able to swiftly target specific employees, or user groups that had to adopt the new technology for it to succeed, with engaging messaging delivered in the flow of work.
By approaching the project with communication, ensuring readiness and putting quality at the forefront, they were able to plan realistic, phased deadlines around this kind of activity. Combined with the Smart Pages module, this ensures their people are ready for the technology, rather than in the dark.
"“I would challenge anyone to successfully implement a piece of technology without a Digital Adoption Platform.”
The outcomes
The key work done at the pre-launch phase was acknowledging the people element of digital transformation. By using Adopt to incentivize individuals and support new behaviors, King’s College London motivated their people to be ready for change, and even embrace it.
In terms of project go-live and beyond, this focus will shift to the in-app experience. The tools within Adopt enable this positivity to continue, particularly in terms of Trails and Split Screen, while video from our in-house Create studio continue to be an important feature—ensuring the software is utilized to its full potential.
“Using Adopt helps us to create new habits and to get people using our new digital services and feel motivated to do it as well.”
Yet, the value of doing this wouldn’t be measurable without analytics. King’s College London will be using Adopt’s analytics to collect crucial adoption data on time in application and task efficiency, then leveraging this to intervene accordingly. Alongside ongoing performance, this ensures the plan put in place at the beginning of the project will lead to measurable, undisputable value.
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